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This module provides an overview of all the ways this dynamic field contributes to a healthy economy and provides consumers access to products. The environmental factors that shape retailing and cause it to constantly evolve are also covered. You will be introduced to the retail mix and finally the core retail strategies that are critical to profitability. Video presentation by Dave D’Arezzo, Chief Operating Officer, Grocers Supply Company.
Retailers are the bridge between producers and consumers, and retail managers are responsible for building strong customer relationships. In this first module on building customer relationships, you learn key principles that explain shopping behaviors. With a foundation in understanding consumer behavior, you proceed to learning key steps to building and maintaining customer loyalty. Video presentation by Kathy Sweidel-Caton, V.P. Customer Relations, Gerland’s.
A retail manager must be able to address customer needs in order to provide stellar customer service, and this involves more than just stocking the shelf with merchandise. In this second module on building customer relationships, you learn key factors to providing a safe shopping experience and how you can best meet the special needs of shoppers. Special attention is given to handling customer requests and complaints in ways that will build loyalty to the store. Video presentation by Gary Huddleston, Director Consumer Affairs, Kroger.
This session gives the retail manager an insight into two very important human resources topics: 1) how to hire the best people, and 2) how to evaluate their performance. Specifically, it covers recruitment methods, pre-employment testing and the interview. How to measure performance, fairness, possible errors and biases are all addressed. Video presentation by Shannon Williams, V.P. Human Resources, Al's Formal Wear.
Financial statements and performance metrics are important management tools. When correctly prepared and properly interpreted, they contribute to an understanding of the current financial condition, problems and possibilities of a company. This session will take you through the basics of finance for non-financial managers, to help you become familiar with the terminology and what it means. Commonly used performance metrics such as sales per man hour, sales per square foot, basket size and many others will be discussed to determine what they mean and how you can affect them. Video presentation by Chris Nelson, Store Director, Walmart.
Every business must have a business plan in order to be successful. Budgeting, forecasting, and past and current trends are a very important part of the business plan. This course will explain how to interpret information and determine needs in order to develop a good business plan. Video presentation by Jeff McAllister, Senior V.P. Innovations, Walmart.
Retail merchandise planning is the process involved in developing the proper assortment of goods and services for the retail store in order to fulfill the needs of the target market. Topics include the elements of merchandising planning, the essentials for building good displays, impulse merchandising and pricing. Video presentation by Scott McClelland, President, H.E.B. Stores.
One of the most important aspects in any retail business is risk management. Risk management is an umbrella term covering all types of risks (e.g., theft, property damage, interruption of business and those risks associated with employees on the job) and they can be mitigated or avoided. Presentation by Kenny Ochoa, Organized Crime Manager, Stage Stores.
Maintaining proper levels of inventory are essential for retail business, and both suppliers and distribution centers are critical elements of this process. This session focuses on how to work with suppliers and distribution centers, including common problems and how to minimize them. Video presentation by Justen Traweek, Regional V.P. Logistics, Walmart.
This course examines methods for motivating employees such as goal setting, compensation and training. It also explains important employment laws that are essential for every manager to know and understand, including the Civil Rights Act, Equal Pay Act, Age Discrimination Act, OSHA and more. Video presentation by Ron Lucas, E.V.P. Human Resources, Stage Stores.
A manager’s primary job is to accomplish tasks through employees. To drive employees to perform to the best of their abilities, the manager must understand human motivation. This course covers the basics of what a leader is and it compares different leadership styles. An interactive exercise helps you determine your style of leadership. Communication skills are covered, as well as decision making and team building - all of which prepare the manager to lead. Video presentation by Jann Miller, Department Manager, Neiman Marcus.
In this course, students are prompted to consider the role of ethics in retailing. Topics include:
Real-life examples of ethical dilemmas and tools are included to help strengthen your ethical decision making. Video presentation by Quart Graves, Owner/Operator, Chick-fil-A.
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Last updated or reviewed on 10/21/14